Job Description
THE ROLE:
The Technician in IT Service Delivery is a vital role focused on the operational aspects of IT
services within an organization. This position entails the hands-on management of IT service
requests, including installation, configuration, and troubleshooting of hardware and software.
The technician ensures optimal system performance, provides user support, and maintains
accurate service documentation. With a commitment to service excellence, this role is essential
for ensuring that IT services are delivered effectively and efficiently, aligning with business
needs and enhancing user experience.
CORE RESPONSIBILITES:
Technical Support:
• Provide technical support to customers via phone, email, or in person
• Troubleshoot and resolve hardware and software issues
• Install and configure new equipment and software
• Maintain and update existing systems
• Train users on new technology and software Service Delivery Management:
• Manage service requests and ensure timely resolution
• Monitor service performance and identify areas for improvement
• Collaborate with other teams to implement service improvements
• Develop and maintain service level agreements (SLAs) Customer Relationship Management:
• Build and maintain relationships with customers
• Understand customer needs and provide solutions
• Gather feedback and address any concerns or issues
• Communicate service updates and changes to customers Documentation and Reporting:
• Document all service requests and resolutions
• Maintain accurate inventory of equipment and software
• Generate reports on service performance and customer satisfaction
• Identify trends and make recommendations for improvement Project Management:
• Assist in planning and implementing IT projects including but not limited to Network upgrade/dressing, manufacturing machine / IT tool support, UPS, and AV-related support.
• Coordinate with cross-function team members and stakeholders to ensure project success
• Monitor project progress and adjust plans as needed
• Provide updates and reports to management on project status Quality Assurance:
• Ensure all services and processes meet quality standards
• Conduct regular audits and reviews to identify any issues or areas for improvement
• Implement corrective actions as needed to maintain quality standards
• Stay updated on industry best practices and incorporate them into service delivery processes.